Deliveries & Returns Section

Deliveries

We have a range of delivery options to suit you, different charges apply. We'll do our best to deliver where and when you want.

Where

We deliver items to the UK & Channel Islands. However, some items may not be available for delivery to selected locations. Whenever such delivery limitations apply, we will make it clear in the product details section of the item.

We can deliver to your home or your office, or to a friend, relative or next-door neighbour. If ordering online you can set up an alternative delivery address. If ordering by post, just write on the coupon "Please deliver to" and the alternative name, address and postcode. If ordering on the phone, tell our advisor and they will take the details from you. We have the right to refuse delivery to a third-party address.

For online Standard Delivery orders, we offer Click and Collect for selected products via myHermes ParcelShop. ParcelShop is a group of convenience stores (like Co-op or One Stop) who have signed up with Hermes to offer this service. ParcelShop accepts the parcel for you and holds it until you're ready to collect.

When

You can choose how quickly you would like to receive your items. Before you commit to buy, we'll let you know the different delivery options available and the delivery charge for your order. We add the charge to each order you place, even if you place multiple orders in one day and receive your items in the same parcel. The delivery times below assume the items are in stock. It may take longer for some items to arrive - like heavy furniture, large TVs, personalised items or things marked with an asterisk * in the catalogue, which are sent directly by the suppliers. They will need a valid daytime contact number for delivery.

Standard Delivery

We aim to deliver your items in 3-5 working days.

Next Day Delivery

We can offer Next Day Delivery on orders placed up to 11pm depending what you are ordering and your chosen delivery address. If you order online, we calculate the order cut-off time for you when you go to the checkout. If ordering by phone, just ask the advisor for the details. If ordering before noon on Saturday, you'll receive your delivery on Sunday. If ordering before 8pm on Sunday, you'll receive your delivery on Monday. If ordering after the cut-off, you'll receive the delivery a day later. Orders placed on a bank holiday weekend will generally be delivered on Tuesday. For more about deliveries around Easter and Christmas, please check our website or give us a call.

Nominated Delivery

This allows you to choose a day and a preferred time slot for your delivery. You can choose Morning (up to 1pm) or Afternoon delivery. We'll make every effort to deliver in the timeslots but cannot guarantee this.

Sunday Delivery

We offer Next Day Delivery and Nominated Delivery on a Sunday.

Direct Express Delivery

If you order online, we may be able to offer this service for items sent directly to you from our supplier. If you select this option, the supplier will aim to deliver your items within 2-3 working days if you order before 5pm. If you order after this time, delivery will be 3-4 working days.

Delivery times are based on the assumption that all items are in stock. Whilst we make every effort to deliver goods on the day we specify, we cannot guarantee delivery on that day or accept any liability for out of pocket expenses, costs, losses or any other expenses due to failed or late delivery. These options are only available if you live in an area covered by our courier and if available they will be presented to you at checkout.

Supplementary delivery charges - Expensive or larger items may cost more to deliver. Next to these items in the catalogue, you'll see a symbol showing the delivery price.

Missing items - In most cases, orders you place will appear on your next statement. If you haven't received an item that appears on it, please let us know as soon as possible. We'll assume you've received an item unless you tell us within 56 days of the original order date.

Larger items - Some larger items will require you to be at home to take delivery, this will be made clear at checkout. Please note that the carrier will contact you to arrange delivery and these items are excluded from our Next Day, Nominated Day and Sunday delivery services.

Returns

Need to return something? Here's some helpful information.

You can return most items for any reason, with some exceptions. Before returning an item, please read about returns and exceptions in the "Your Rights" section.

Please complete the returns part of the advice note that came with your order. This helps us understand why you are returning the item and helps us provide your refund quickly.

If the item was part of a special promotion (like "buy one, get one free"), please return all the items in the deal. If you don't, we may not be able to give you a full refund.

To order a replacement or exchange item, please use our website or call our orderline. There are 4 recommended ways to return your item to us. Whichever way you choose, it's essential that you get a receipt or proof of postage. If you don't have this and your parcel goes missing, we won't be able to refund your account.

Large items such as furniture will need to be collected by courier.

Please don't send any payments with your returned goods.

Recommended ways to return:

By courier

The courier that made your delivery can also collect from you. You can arrange collection by calling them directly, visiting our website, or calling our enquiry line and selecting option 1.

myHermes ParcelShop

This is a really convenient way to return your items as the myHermes ParcelShops are open early in the morning and late at night. You can find your nearest one at
new.myhermes.co.uk. You'll need to use the myHermes ParcelShop address label on your advice note.

InPost 24/7 Parcel Lockers

Return your parcel through a national network of fully automated parcel lockers that are available 24/7. Simply print a label, attach it to your parcel and drop it off at your preferred locker at a time that suits you.

Post Office

Terms and Conditions of 100 Night Comfort Guarantee

This comfort guarantee applies to selected models only. You must have slept on the mattress for at least 40 nights to allow your body to become accustomed to it.
If your chosen mattress is not suitable we will exchange it for another mattress of the same size. We cannot offer a refund. This is an exchange only.
The guarantee only applies to the comfort of the product and not the height, length or width. In the event that a higher priced alternative is chosen, the difference in price will be charged.
A mattress protector must be used for the trial period and the care instructions followed as we cannot exchange a product that is damaged or marked in any way.
Care instructions will be supplied with the product. We reserve the right to reject an exchange request if the care instructions have not been followed.
We must be notified within 100 days from the date of delivery. Only one exchange will be permitted.

YOU MAY PRINT OUT AND KEEP A PERMANENT COPY OF THESE TERMS AND CONDITIONS FOR YOUR REFERENCE BY CLICKING HERE